Common issues and how to resolve them. If your problem isn't listed here, contact your IT administrator or reach out to us directly.
Install Enterprise Contacts from the App Store or TestFlight link provided by your IT administrator.
When prompted, tap Allow to give the app permission to access Contacts. This is required for the ContactProvider sync to work. If you tapped Don't Allow by mistake, go to Settings → Privacy & Security → Contacts → Enterprise Contacts and turn it on.
Tap Sign in and complete the Microsoft login flow using your work email and password. Multi-factor authentication is supported.
Not ready to sign in yet? Tap Try Demo Mode instead to explore the app with sample data — no account or IT setup required.
After sign-in, the app discovers the contact databases your IT administrator has configured for you. Databases marked as automatic are synced immediately. Open the iOS Contacts app to verify they have appeared.
First, check that the Contacts permission is granted: go to Settings → Privacy & Security → Contacts and make sure Enterprise Contacts is listed and enabled.
Then open Enterprise Contacts and check that at least one database is listed and has been synced (it should show a contact count and a last-updated time). If a database shows an error, tap the sync button to retry.
If the database syncs successfully but contacts still don't appear in the Contacts app, try closing and reopening the Contacts app. The ContactProvider sync can occasionally take a moment to reflect.
This usually means the app has not been approved in your organisation's Entra ID tenant yet. Contact your IT administrator and refer them to the IT Admin Guide.
If the app was previously working and sign-in has stopped, your session token may have expired. Close the app fully, reopen it, and sign in again.
The app looks for contact databases based on Entra ID group membership. If you see an empty screen after sign-in, either:
Contact your IT administrator and ask them to check the IT Admin Guide.
Photos are downloaded during sync. If photos are missing after a sync, try clearing the database and syncing again: tap the database card, tap the clear button (broom icon), then sync again. This forces a full re-download of all contact data including photos.
If a database disappears without you manually deleting it, it is likely because your IT administrator has removed your membership from the corresponding Entra ID group, or the group was deleted. Contact your IT administrator to confirm.
Enterprise Contacts does not receive push notifications for changes in Microsoft 365. To get the latest contacts, you can:
You can configure Enterprise Contacts to sync your databases automatically in the background. Go to Settings → Background Sync and choose one of the following schedules:
The Settings screen shows the last sync time and when the next scheduled sync is due. You can optionally enable a notification so the app alerts you when a background sync finishes.
Background sync is subject to iOS system conditions — iOS decides the optimal time to wake the app, so the actual sync time may vary by a few minutes or hours depending on battery level, connectivity, and device usage. The scheduled time is always a minimum — iOS will never run it earlier, but may run it later.
Tap the database card to expand it, then tap the trash icon. You will be asked to confirm before anything is deleted. Note that some databases may be locked by your IT administrator and cannot be removed.
Go to the My Profile tab (person icon at the bottom) and tap the sign out button in the top right. Signing out removes your authentication session and all locally synced contacts and databases. You will need to sign in again and re-sync after this.
If your issue is not covered above, please contact your internal IT helpdesk first, as they control the configuration of contact databases and Entra ID access.
For app-specific issues or bug reports, you can reach the development team at: